📍 Job Overview

Job Title: Customer Support Associate
Company: Assent
Location: Eldoret, Kenya
Job Type: Full-time
Category: Customer Support
Date Posted: 2025-07-07
Experience Level: Entry-level (0-2 years)
Remote Status: On-site

🚀 Role Summary

Serve as the primary point of contact between Assent and its suppliers, gathering compliance information and assisting with compliance requests.
Engage with unresponsive suppliers through a multi-channel approach, including emails, chats, and conference calls.
Collaborate with the Program Success team to strategize on customer support strategies and supplier issues.
Validate and ensure the quality of compliance data provided by suppliers.
Maintain a solutions-first attitude and proactively engage with suppliers to provide a positive customer experience.

📝 Enhancement Note: This role requires strong communication skills and the ability to manage multiple priorities effectively. The ideal candidate will be adaptable, detail-oriented, and committed to driving results.

💻 Primary Responsibilities

Supplier Communication: Communicate with suppliers through emails, chats, and conference calls to gather compliance information, assist with compliance requests, and confirm the quality of documents provided.
Supplier Education: Engage with unresponsive suppliers to educate them on compliance requirements and invite them to webinars and training sessions.
Quality Assurance: Validate and ensure the quality of compliance data provided by suppliers.
Peer Mentoring: Act as a mentor to Supplier Support Agents as required.
Regulatory Knowledge: Keep up-to-date with new regulations and changes in Assent's products to become an expert in the field.
Security Compliance: Follow corporate security policies and procedures to maintain a secure work environment.

📝 Enhancement Note: The primary responsibilities of this role involve effective communication, problem-solving, and data validation. Candidates should be comfortable working with suppliers and have a strong attention to detail.

🎓 Skills & Qualifications

Education: A Bachelor's Degree or higher diploma from a recognized learning institution.

Experience: 1-2 years of related work experience in administration, reporting, research & data, supplier/customer support, or call centers.

Required Skills:

Excellent verbal and written communication skills in English, with proficiency in additional languages being an asset.
Strong time management skills and the ability to juggle multiple priorities.
Computer proficiency using MS Office Suite and Google Applications.
Self-starter attitude with a solutions-first mindset.
Basic to intermediate regulatory knowledge.
Adaptability and flexibility in a fast-paced, dynamic business environment.
Natural curiosity about technology or how things work.
Diligent and detail-oriented, with a strong focus on accuracy and quality.
Grit and determination to provide solutions over excuses and drive results.
Lifelong learner, with a strong desire to self-improve and be coachable.

Preferred Skills:

Familiarity with corporate security policies and procedures.
Experience working in a customer support or supplier support role.
Knowledge of Assent's products and services.

📝 Enhancement Note: While a Bachelor's Degree or higher diploma is required, relevant work experience and strong communication skills are equally important for success in this role. Candidates with a proven track record in customer support or a related field may be given preference.

📊 Portfolio & Project Requirements

Portfolio Essentials: Not applicable for this role.

Technical Documentation: Not applicable for this role.

💵 Compensation & Benefits

Salary Range: KES 50,000 - 70,000 per month (Estimated based on market research for entry-level customer support roles in Eldoret, Kenya)

Benefits:

Vacation time that increases with tenure.
Comprehensive benefits packages (details vary by country).
Life leave days.
Corporate bonus program.
Retirement savings options.
Professional development days available from the start date.
Flexible work options and opportunities to get involved in corporate giving initiatives.

Working Hours: 40 hours per week, Monday to Friday, with the possibility of occasional weekend or evening work to accommodate suppliers in different time zones.

📝 Enhancement Note: The estimated salary range for this role is based on market research for entry-level customer support roles in Eldoret, Kenya. Benefits are subject to change and may vary depending on the candidate's location and employment status.

🎯 Team & Company Context

🏢 Company Culture

Industry: Assent offers professional regulatory and compliance services to complement the world's fastest-growing compliance and data management solution provider.

Company Size: Assent is a medium-sized company with a strong commitment to excellence, focusing on timely contract completion, cost-effectiveness, and maintaining the highest standards of professionalism.

Founded: Assent was founded on a shared commitment to excellence, with pillars that provide a strong foundation for offering highly specialized services.

Team Structure: The Customer Support team is part of the Supplier Support department, which works closely with the Program Success team to strategize on customer support strategies and supplier issues. The team is led by a Manager, Supplier Support, who oversees the day-to-day operations of the department.

Development Methodology: Assent follows a structured approach to customer support, focusing on effective communication, problem-solving, and data validation. The team uses a multi-channel approach to engage with suppliers and ensure the timely completion of compliance requests.

Company Website: Assent

📝 Enhancement Note: Assent's company culture is built on a shared commitment to excellence, with a focus on timely contract completion, cost-effectiveness, and maintaining the highest standards of professionalism. The Customer Support team plays a crucial role in ensuring the success of the company's compliance and data management services.

📈 Career & Growth Analysis

Customer Support Associate: This entry-level role involves serving as the primary point of contact between Assent and its suppliers, gathering compliance information, and assisting with compliance requests. The ideal candidate will have excellent communication skills, strong time management skills, and the ability to juggle multiple priorities effectively.

Reporting Structure: The Customer Support Associate reports directly to the Manager, Supplier Support, who oversees the day-to-day operations of the department.

Technical Impact: The Customer Support Associate plays a crucial role in ensuring the timely completion of compliance requests and maintaining strong relationships with Assent's suppliers. Their work directly impacts the success of the company's compliance and data management services.

Growth Opportunities:

Promotion to Senior Customer Support Associate: After demonstrating strong performance and a deep understanding of Assent's products and services, Customer Support Associates may be promoted to Senior Customer Support Associates, with increased responsibilities and decision-making authority.
Transition to Program Success or Sales: With experience in customer support and a strong understanding of Assent's products and services, Customer Support Associates may transition to roles within the Program Success or Sales teams, focusing on customer success, account management, or business development.
Career Development: Assent offers professional development days and opportunities for lifelong learning, enabling Customer Support Associates to develop their skills and advance their careers within the company.

📝 Enhancement Note: The Customer Support Associate role offers numerous opportunities for growth and development within Assent. With strong performance and a commitment to excellence, Customer Support Associates can advance their careers within the company and make a meaningful impact on its success.

🌐 Work Environment

Office Type: Assent's Eldoret office is a modern, collaborative workspace designed to facilitate effective communication and teamwork among its employees.

Office Location(s): Eldoret, Kenya

Workspace Context:

Collaborative Environment: The Customer Support team works closely with the Program Success team to strategize on customer support strategies and supplier issues. The team shares an open-plan workspace that encourages collaboration and communication.
Technology & Tools: Customer Support Associates have access to the latest technology and tools, including MS Office Suite, Google Applications, and Assent's proprietary compliance and data management platform.
Work-Life Balance: Assent offers flexible work options and opportunities to get involved in corporate giving initiatives, promoting a healthy work-life balance for its employees.

Work Schedule: Customer Support Associates work 40 hours per week, Monday to Friday, with the possibility of occasional weekend or evening work to accommodate suppliers in different time zones. The work schedule is designed to provide a healthy work-life balance while ensuring the timely completion of compliance requests.

📝 Enhancement Note: Assent's Eldoret office provides a modern, collaborative workspace that fosters effective communication and teamwork among its employees. The company offers a healthy work-life balance, with flexible work options and opportunities for professional development and growth.

📄 Application & Technical Interview Process

Interview Process:

Phone or Video Screen: A brief phone or video call to assess communication skills and cultural fit.
Role-Play Scenario: A role-play scenario to evaluate problem-solving skills and customer support capabilities.
Final Interview: A final interview with the Manager, Supplier Support, to discuss the role, team dynamics, and career growth opportunities.

Portfolio Review Tips: Not applicable for this role.

Technical Challenge Preparation: Not applicable for this role.

ATS Keywords: Not applicable for this role.

📝 Enhancement Note: The interview process for the Customer Support Associate role focuses on assessing communication skills, problem-solving abilities, and cultural fit. Candidates should be prepared to demonstrate their customer support capabilities and discuss their relevant work experience and skills.

🛠 Technology Stack & Web Infrastructure

Technology Stack: Not applicable for this role.

Web Infrastructure: Not applicable for this role.

📝 Enhancement Note: The Customer Support Associate role does not require a specific technology stack or web infrastructure knowledge. However, candidates should be comfortable using MS Office Suite, Google Applications, and Assent's proprietary compliance and data management platform.

👥 Team Culture & Values

Customer Support Values:

Excellence: Customer Support Associates strive for excellence in all aspects of their work, ensuring the timely completion of compliance requests and maintaining strong relationships with Assent's suppliers.
Communication: Effective communication is the cornerstone of successful customer support. Customer Support Associates communicate clearly and concisely with suppliers, colleagues, and stakeholders to ensure the smooth flow of information and the resolution of any issues that may arise.
Problem-Solving: Customer Support Associates are proactive problem-solvers, always looking for ways to improve the customer experience and drive results.
Collaboration: The Customer Support team works closely with the Program Success team to strategize on customer support strategies and supplier issues. Collaboration is essential for the success of Assent's compliance and data management services.

Collaboration Style:

Cross-Functional Integration: The Customer Support team works closely with the Program Success team to strategize on customer support strategies and supplier issues. This cross-functional integration ensures that customer support efforts align with the broader goals of the company and contribute to its overall success.
Code Review Culture: Not applicable for this role.
Knowledge Sharing: Customer Support Associates share their knowledge and expertise with their colleagues, contributing to the overall success of the team and the company.

📝 Enhancement Note: Assent's Customer Support team is built on a foundation of excellence, communication, problem-solving, and collaboration. Customer Support Associates work closely with the Program Success team to ensure the success of the company's compliance and data management services.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Supplier Education: Engaging with unresponsive suppliers and educating them on compliance requirements can be challenging. Customer Support Associates must be persistent, patient, and effective communicators to overcome these obstacles.
Data Validation: Ensuring the quality of compliance data provided by suppliers requires strong attention to detail and a commitment to accuracy. Customer Support Associates must be diligent in their data validation efforts to maintain the integrity of Assent's compliance and data management services.
Regulatory Changes: Keeping up-to-date with new regulations and changes in Assent's products requires a commitment to lifelong learning and continuous professional development. Customer Support Associates must be proactive in staying informed and adapting to regulatory changes.

Learning & Development Opportunities:

Professional Development Days: Assent offers professional development days, enabling Customer Support Associates to develop their skills and advance their careers within the company.
Conference Attendance: Assent encourages Customer Support Associates to attend industry conferences and events, providing opportunities for professional growth and networking.
Mentorship Programs: Assent offers mentorship programs, pairing Customer Support Associates with experienced team members who can provide guidance and support as they develop their skills and advance their careers.

📝 Enhancement Note: The Customer Support Associate role presents numerous technical challenges and opportunities for growth and development. Customer Support Associates must be committed to lifelong learning, continuous professional development, and the pursuit of excellence to succeed in this role.

💡 Interview Preparation

Technical Questions:

Communication Skills: Be prepared to discuss your communication skills and provide examples of how you have effectively communicated with customers or suppliers in the past.
Problem-Solving: Be prepared to discuss your problem-solving skills and provide examples of how you have resolved customer or supplier issues in the past.
Regulatory Knowledge: Be prepared to discuss your understanding of regulatory requirements and how you stay up-to-date with changes in the industry.

Company & Culture Questions:

Customer Support Culture: Be prepared to discuss your understanding of customer support culture and how you have contributed to a positive customer experience in the past.
Team Dynamics: Be prepared to discuss your experience working in a team environment and how you have contributed to the success of your colleagues and the broader organization.
Career Growth: Be prepared to discuss your career goals and how you plan to develop your skills and advance within Assent.

Portfolio Presentation Strategy: Not applicable for this role.

📝 Enhancement Note: The interview process for the Customer Support Associate role focuses on assessing communication skills, problem-solving abilities, and cultural fit. Candidates should be prepared to discuss their relevant work experience, skills, and career goals.

📌 Application Steps

To apply for this Customer Support Associate position:

Submit your application through the application link provided.
Prepare for the phone or video screen by practicing your communication skills and familiarizing yourself with Assent's products and services.
Research Assent's company culture and be prepared to discuss your understanding of customer support culture and how you can contribute to a positive customer experience.
Prepare for the role-play scenario by practicing your problem-solving skills and customer support capabilities.
Familiarize yourself with Assent's proprietary compliance and data management platform and be prepared to discuss your experience with similar tools and technologies.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and industry-standard assumptions about customer support roles. All details should be verified directly with the hiring organization before making application decisions.

Customer Support Associate